Always wondered what the fuzz on Service Cloud is about? Well, I'll lift a corner of the veil for you in this blogpost. You can go very far in using features of Service Cloud, but in this blogpost I will stick to the basic principles to already give an idea on how it might be integrated into your salesforce org. Don’t worry, we’ll discuss the more advanced topics in future blogposts.
Service Cloud is mainly used to follow-up on customer inquiries, bugs, problems and complaints. In Salesforce, we call this ‘cases’. If you have different customer support teams, case management will make sure it’s easy for them to follow up on their cases.
Case Management can also be used to structure the internal way of working of a company, by eliminating the use of email and phone by logging internal cases for questions/problems/follow-up items.
A first great feature is the use of ‘Queues’. If a new case comes in, you can set-up rules to define which group of people it should be assigned to. For example, a technical case might go to the technical team, a question to increase the number of licenses of a specific product might go to the sales team or a question on how to install a printer might go to the support team. Every team has a specific view on what cases are open for their queue, that’s what we call a ‘List View’. You can see an example of this below.
If you’re used to the standard lighting interface of Salesforce, with the navigation bar on top of the page, you will be surprised to see there is a different UI available in Service Cloud to make it easier for support teams to handle cases. This is called the Service Console. What makes it so interesting is the use of tabs within your page. No need to open multiple browser tabs, as you can navigate while staying on the same page. Furthermore, it’s using tabs and subtabs, which makes it even easier to see the relationships between objects and the hierarchical view of your records in Salesforce. Check out the below example!
What is also remarkable about this service console is that it can display more information on one screen, as it is using a ‘split view’. You can customize this and choose what information to show where on the screen, but the image above already gives you an idea on what it might look like. Now that’s what we’re talking about!
Another characteristic of Service Cloud, is the use of Email-to-Case. By enabling this feature, emails sent to a specific support email address are automatically routed to Salesforce and create a case. The person asking for support will also immediately get feedback with an out-of-the-box (but customizable) email containing the case number. From that moment on, this case number can be used as a unique reference to facilitate the communication between the customer and the support team. How cool is that?!
A slightly more advanced feature of Service Cloud, is Knowledge Management. This can be seen as a database with help articles that can be used for problems that occur often or standard answers on specific types of cases. What is nice about this, is that salesforce will automatically propose help articles based on predefined fields from your case. For example, if you have a case with subject ‘printer problem’ and case type ‘hardware’, some articles around fixing hardware problems with your printer will be proposed. The article can then easily be added as attachment to the email you are sending to your customer.
So, that’s it for now about the basic features of Service Cloud. Hope some of the topics have intrigued and inspired you. There is of course so much more to discover, which I will highlight in another blog post. Think of Macros to automate tasks, the use of Live Agent to enable live chat and the use of Omni-Channel to dispatch cases more efficiently. As I mentioned before, this article only sheds light on a small part of the functionalities and will only make you want to discover more of the wonderful world of Service Cloud.
If any of your questions are left unanswered, feel free to contact us and we’ll gladly get back to you!